Palácio do Governador - Lisbon Hotel & Spa

To start, I can say the customer service experience was unlike any I have experienced. Upon arrival I realized I had lost my purse on the drive from Porto. The bellman went above and beyond helping make calls to possible places I could have left it. He finally found the place that had my purse. I cannot express the relief of knowing my purse had been found. Thank you Leonardo. Also, the front desk staff (all of them) were so helpful in every request we had. I was not happy with our room due to the size of the actual room vs what it looked like in the picture on Hilton's website. As a Diamond member I asked if there was a room available for an upgrade. After searching, the desk agent said there was nothing for that night, but to check in the morning. In past experience that means, you are not going to be upgraded, but they give you some hope. However, I was pleasantly surprised. I stopped by the desk on the way to breakfast and asked for the manager as I didn't want to waste my time with someone who didn't have the authority to make the upgrade. The person at the desk was the manager and after I explained my issue, she immediately knew who i was and said she was currently looking at possible alternate rooms. She said to stop by after breakfast and she would have an update. We stopped by after breakfast and low and behold we received an upgrade to a larger room which was much more comfortable. Thank you Luisa! Pros: Super friendly and helpful staff. Large bathrooms. Robes and slippers. Mini-fridge with some space for personal items. Complimentary 'port-type liqueur'. Wine glasses in room. Hop-on Hop-off bus stops nearby. Quieter neighborhood (as opposed to the centro historico part of town). 3 restaurants on the same block. 3-4 restaurants with a 10-15 minute walk. The tram #15 stop is on the other side of the street making it easy to access public transportation. The rooms were super clean. Parking is free and is located under the hotel. Cons: Although near the Bay, I don't think any of the rooms have a view of the Bay. I was a little disappointed that we didn't get upgraded to one of the rooms with a patio facing south. Even after our upgrade, we still have a street facing room with no patio. There isn't much around the hotel as far as shopping or restaurants. The pillows were horrible. They have a pillow menu. The feather pillows are large, but pretty much flat. The best option we found were the Aquagel pillows. Basically foam memory pillows. We missed having a nice down pillow. All in all, the hotel itself was very nice. As a diamond member, we received free breakfast which consisted of a small continental buffet as well as a menu with hot items.